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Service Delivery Director

2 months ago

Dayton, Ohio, United States Somfy Systems Full time

About Somfy Systems

Somfy Systems is a leading global manufacturer of high-quality electric motors and electronic app controls for interior window coverings and exterior solar protections. With over 270 million users worldwide, our products have been designed to make life easier for millions of people around the globe.

Job Summary

We are seeking a highly skilled Customer Service Manager to drive our customer service functions and ensure that our customers' needs are met. The successful candidate will be responsible for motivating and guiding our sales teams to achieve our service rate targets, while also developing and implementing strategic customer service expectations and metrics.

Key Responsibilities

  • Maintain a strong customer service function to support our corporate service rate target.
  • Responsible for motivating and getting the buy-in of the supporting sales teams to achieve goals.
  • Carries out managerial responsibilities in accordance with our organization's policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
  • Develop a five-year department plan to align processes, resources, and department goals with current and future objectives.
  • Encourages team members to look for opportunities for process simplification and improvements.
  • Develops and implements strategic customer service expectations, metrics, and plans to provide industry-leading service.
  • Utilize CRM software to enhance product research, customer requirements, and market trends.
  • Handle escalated customer correspondence, complaints, and inquiries, especially on top accounts.
  • Identify trends in customer satisfaction or dissatisfaction and communicate with the Customer Care Representative, Account Manager, and Management as needed.
  • Work with Business Data Intelligence Manager and Call Center Operations Lead to develop KPI measurements regarding internal team performance and execution.
  • Ensures compliance to company policies on pricing, business ethics, and sales cost management.
  • Maximizes company achievement in customer satisfaction by effective teamwork among sales, logistics, and supply chain, engineering, and accounting.
  • Ensures employees and processes operate in an environmentally responsible manner.

Requirements

  • Highly skilled in strategic planning, organization, and execution.
  • Excellent written and communication skills, with ability to communicate to all levels of the organization.
  • High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
  • Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment.
  • Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
  • Multilingual, Spanish a plus.
  • Bachelor's degree (B.A.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
  • Experience with ERP systems such as SAP strongly preferred.